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Last updated: 18-11-2022

Complaints

We recognise that nobody’s perfect, and occasionally things go wrong. We do everything we can to prevent mistakes from happening, and the quicker we hear about any issues, the sooner we can fix them.

Please feel free to contact us if you want to tell us about anything that’s not working on our website or to let us know your feedback.

If you want to take things further, here’s our official complaints procedure.

  • Tell us your complaint by contacting us.
  • We will aim to resolve your complaint and respond to you by email as soon as possible, and always within 3 working days.
  • If you are unhappy with the outcome of our response, your complaint will be escalated to a member of our senior management team who will review your complaint and contact you personally to attempt to resolve it. If your complaint relates to a fundraising page, we may liaise with the beneficiary at this stage in order to resolve the issue.
  • In the unlikely event that we are unable to resolve your complaint, we will advise you to speak to an appropriate consumer or regulatory body, depending on the nature of your complaint.